Shell broadband charging £35 for supposedly not returning router

They offered me a really good fibre deal rather than that I should leave for something cheaper... now have debited me £35 claiming I haven't returned the router. Feels like an outright scam to me (I have proof of posting). Anyone else had this?


  • QrizBQrizB Forumite
    9.9K Posts
    1,000 Posts First Anniversary Photogenic Name Dropper
    Yes, it;s quite a common complaint about Shell. There are several threads. Shell's warehouse is terrible at recording returns.
    N. Hampshire, he/him. Octopus Go elec & Tracker gas / Voda BB / Virgin mobi. Ripple WT2 member.
    2.72kWp PV facing SSW installed Jan 2012. 11 x 247w panels, 2.5kw inverter. 28MWh generated, long-term average 2.6 Os.
    Kinda busy right now but I try to pop back to the forum every so often. Drop me a PM if you need me!
  • giraffe69giraffe69 Forumite
    3.5K Posts
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Contact them with a scan of the proof of posting?
  • matelodavematelodave Forumite
    8.2K Posts
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Signed for delivery is always better than proof of posting as you've got proof that it actually got delivered as well, therefore it must be sculling around in their system somewhere.

    Saved me no end of trouble with an insurance claim where they denied receiving some original documents and again when BT tried hassling me over a router which they claimed I'd not sent back. Anything I post that has value (whether its documents or items) gets sent "signed for"
    Never under estimate the power of stupid people in large numbers
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